Service Experience Manager

Nucleus Software

. Serve as the main point of contact for assigned clients and act as their advocate within Nucleus .

Posted 11/6/2026full-timeVancouver • CanadaMid-LevelSenior💰 CA$80,000 - CA$90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client relationship management, technical team leadership, and service delivery optimization. Proficient in utilizing ITIL methodologies and managing client success initiatives to drive satisfaction and retention.

Highest-signal resume keywords

Client Relationship ManagementTechnical Team LeadershipITIL FamiliarityPerformance MonitoringBilingual English/French

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client OnboardingService Desk OperationsKPI MonitoringTechnical Escalation ManagementQuality Assurance

Soft Skills

Strong CommunicationProblem-SolvingOrganizational SkillsSelf-MotivatedStrategic Thinking

Tools & Technologies

ITGlueConnectWise

Certifications & Qualifications

CompTIACiscoMicrosoft

Industry Keywords

Managed ServicesClient Success MethodologiesService QualityPerformance FeedbackContinuous Improvement

About the role

Key responsibilities & impact

Serve as the main point of contact for assigned clients and act as their advocate within Nucleus
Lead client onboarding and ensure a seamless go-live experience
Identify client needs and recommend solutions aligned with business goals
Handle client requests, meetings, invoicing questions, and service escalations
Drive adoption of Nucleus standards through Technology Scorecards, routine audits, and related initiatives
Maintain knowledge of applicable technology products, services, hardware, and software
Manage, coach, mentor, and provide performance feedback to a team of technicians
Act as the technical escalation point and ensure timely resolution of client issues
Monitor and report KPIs including ticket closures, CSAT, response and resolution times, and utilization
Collaborate with internal departments to align service delivery with client expectations and standards
Conduct one-on-ones, performance reviews, and employee development plans
Lead service quality, standardization, and process-adherence initiatives
Participate in cross-functional meetings concerning client experience, retention, and revenue generation
Maintain documentation in ITGlue and ConnectWise
Support continuous improvement through feedback, training, and collaboration
Perform QA on support tickets and project documentation, providing feedback and coaching

Requirements

What you’ll need

5+ years in client-facing roles within a managed services or IT environment
Proven leadership experience managing technical teams
Self-motivated with the ability to work in a fast-moving environment
Strong communication, problem-solving, and organizational skills
Ability to balance strategic thinking with hands-on execution
Familiarity with ITIL, service desk operations, and client success methodologies
Industry certifications such as CompTIA, Cisco, or Microsoft are preferred
Bilingual English/French is an asset
Periodic on-site visits to client locations are required

Benefits

Comp & perks

Hybrid Remote Environment
In-Person and Virtual Staff Socials
Competitive Salary & Annual Vacation Time
Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
Birthdays off
Award-winning culture and organization focused on fostering an awesome workplace